P R S
Information Technology Executive
PROFESSIONAL SUMMARY
Reliable, results driven and entrepreneurial IT Executive with extensive and diverse experience in leading software, networking, hardware, project, support and compliance management. Effective in planning, strategizing and managing operational activities, with a focus on ROI and business alignment. Skilled at optimizing cost, defining KRAs / KPIs, driving outcomes as per SLAs and beneficially restructuring processes and work activities. Superb academic training combined with strong supervisory and communication skills and a knack for fostering client / partner relationships have led to a track record as a talented leader and problem solver who consistently impacts the bottom line.
Proven Expertise:
Business / System analysis
Software Dev. / Implementation
IT Project Management
IT Processes and Methodologies
Solution / Application Architecture
Operations / technical Support
(Applications, Network, Hardware)
Analytical / Risk management Skills
Team building and Leadership
ERP level implementation / upgrades
PROFESSIONAL EXPERIENCE
SUTHERLAND GLOBAL SERVICES INC. 2000 - 2012
A BPO company with USD >600 MM revenue and 33,000 employees in 10 countries.
KEY FIGURES
Supervised global teams ranging from 100 to 180+, spread across many countries
Governed 24x7 operations support globally with applications uptime of >99.95%
Managed US equivalent budgets of – both operational and projects – around 20 MM
Improved annual contribution margin by $3MM with in-house workforce mgt. solutions
Boosted annual revenue by $2.5 MM through CRM, IVR, Seat Sharing applications
Strengthened Work-from-Home segment efficiency by 10% through smart automations
Pushed performance up by 1% with utility tools & timely dissemination of key reports
Significantly increased reliability of tech environment via well thought out BCP/DR and ITIL process implementations
JOB RESPONSIBILITIES
APPLICATION DELIVERY MANAGEMENT: Plan, build/buy and deploy software applications relevant to organizational business and decision making
APPLICATION SUPPORT: Maintain 24x7x365 support with high availability of applications at expected levels of performance; attend to issues and escalations within agreed upon SLAs; plan change management and upgrade schedules for applications and execute accordingly.
COMPLIANCE MANAGEMENT: Enforce and comply with Sox, SAS, PCI and other certification requirements by gathering, reviewing, auditing and correcting deviations to conform to latest guidelines.
PROCESS ENFORCEMENT: Establish and improve upon the analysis, design, coding, security, testing, version control and other associated development processes and standards to insure high quality application / product outcomes.
CONTINUOUS IMPROVEMENT AND SERVICE EXCELLENCE: Innovate ways to reduce cost of development and support, increase competitiveness in the market to boost revenues, enhance performance of existing application systems, “Walk-the-floor” to identify new opportunities for automation, introduce state-of-art technologies, etc.
RESOURCE PROVISIONING: Assess resource demands, including manpower, for projects and daily operational support activities; acquire additional resources as per demand / outsource work; monitor utilization
TEAM BUILDING: Motivational activities, coaching, performance assessments, knowledge update / personality improvement training, decide on hires / dismissals, round tables to address grievances, attrition control, rewards and recognitions, succession planning
BUDGETING AND CONTROL: Generate fiscal budget for capital and operational expenses; monitor actual expenses portfolio wise within that budget; allocate costs to appropriate centers; analyze the application / resource usage and spend pattern and trigger adequate changes; set up a three to six months forward estimate (rolling) window to envision and accommodate unexpected changes and associated approvals
STRATEGIC INITIATIVES AND GOVERNANCE: Engage and contribute to strategies, plan and obtain approvals, roll out projects and execute, provide status updates in governance meetings, coordinate with CXOs and stakeholders for inputs / directions.
MARKETING AND SALES SUPPORT: RFI/RFP inputs; marketing collateral preparations; service / contract agreement reviews; pricing determinations; projecting technological strength of the organization for existing/prospective clients; other inputs as requested by marketing department from time to time.
CLIENT ENGAGEMENT: Partake in Business Review meetings; gather inputs and approvals for new / changing projects; functional testing of applications and reports; mutual discovery meetings; issues / downtimes coordination; product demonstrations; periodic compliance and contract reviews.
PROCUREMENT ASSISTANCE: Preparing specifications, price negotiations, identifying proper vendors, validations, vendor contract reviews and other relevant requests raised by procurement division periodically.
RISK IDENTIFICATION AND MITIGATION PLANNING: Envisage various kinds of risks that may surface due to applications, hardware, networking, partners or manpower and assess the impact of each of them; propose and execute mitigation measures to alleviate the effects of such risks for the enterprise.
ENTERPRISE REPORTING: Preparation and dissemination of thousands of reports, including MIS, on time to various clients, internal departments, auditors, regulatory bodies and management in a secured fashion using latest technologies.
DEPARTMENT ADMINISTRATION: Ongoing administrative activities such as leave approvals, employee disputes / grievances / violations handling, ESAT surveys, business performance briefings, employee entertainment activities, ongoing interactions with management and stakeholders to collect feedback and CSAT, etc.
VP – Global Software Infrastructure 2007 - 2012
SIGNIFICANT CONTRIBUTIONS
Established “single source of truth” through ERP upgrade (HCM modules of Workforce Administration, Benefits, Payroll, Self Service - from V8.8 to 9.1), BI implementation – Financial performance, Forecasting/budgeting, PP&L, DC & IDC, Reporting - using Oracle applications (Hyperion, Informatica, ODI and OBIEE) and integrations
Interactive Voice Response (IVR) product development, deployment and stabilization: VXML script based with IB and OB handling capabilities, speech recognition, web services, text-to-speech, web based administration module, SIP integration, extensive logging and reporting features
Migration of application databases to SQL 2008 and development to .Net platform
Introduction of SAS and SOX compliance activities: logging, reviews, separation of responsibilities, fine tu...
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